Role: CX Researcher- Customer Journey Specialist

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. As a Customer Journey Specialist you will be responsible for designing, developing, and continuously improving end-to-end customer journeys for GBS and beyond. Key role in shaping the customer experience domain at S+N by turning insights into actionable journey improvements that drive value for both customers and the business.

What will you be doing?

- Design, create, and continuously improve customer journeys across Service Line partnerships
- Develop and evolve the strategy for Customer Journey Mapping (CJM), including standards, tools, and best practices
- Collaborate closely with Service Line partners, stakeholders, and customers to deliver high-quality insights and actionable recommendations
- Analyze customer experiences across selected journeys using qualitative and quantitative data
- Plan, organize, and facilitate workshops, interviews, and focus groups to gather insights
- Translate customer insights and pain points into clear improvement opportunities and experience optimization initiatives
- Execute the improvements collaborating closely with Stakeholders

What will you need to be successful?

- Strong knowledge of Customer Experience (CX) methodologies
- Ability to observe, understand, and analyze user behaviors, needs, and emotions
- Strong collaboration skills, with experience working alongside designers, researchers, and developers




- Valuable understanding of design and service design processes
- Excellent communication and facilitation skills
- English proficiency at C1/C2 level
- Experience Design/Marketing/Research Related education
- Experience working in a Service Management or IT Service environment is a plus

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving., Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/ ).

Other reasons why you will love it here!

- Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.

- Work/Life Balance : Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

- Flexibility : Hybrid Work Model (For most professional roles)

- Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.

- Training: Hands-On, Team-Customized, Mentorship.

Stay connected by joining our Talent Community .

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited. , life, culture, and benefits at S+N.

Explore our website and learn more about our mission, our team, and the opportunities we offer.

📌 CX Researcher- Customer Journey Specialist (India)
🏢 smith & nephew
📍 India